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Global Customer Support Strategist
Há 1 mês
At Cloudflare, we're on a mission to build a better Internet. Our network powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies.
We realize people don't fit into neat boxes. We're looking for curious and empathetic individuals who are committed to developing themselves and learning new skills.
About the RoleThe Cloudflare Senior Director of Customer Support, EMEA is responsible for delivering a world-class support experience to our customers. This role will report to the VP of Customer Support and work closely with all members of Cloudflare's Support team.
You'll set strategy, establish priorities, hire and mentor a group of top technical talent, and implement unparalleled support systems and processes to develop a world-class global support team.
This is a senior executive position representing Customer Support in EMEA, both externally with customers and internally between various functions such as sales, solutions engineering, customer success, product and engineering.
You'll oversee the fast-growing EMEA support team providing strong leadership and a strategic vision to Support Managers and Technical Support Engineers.
Responsibilities- Develop and articulate a strategic vision for providing the world's best customer support within the region, taking into account geography, languages, and country-specific technical challenges.
- Understand the operational aspects of running a large, complex, fast-moving support team.
- Define, track and report on key performance indicators to determine support effectiveness and efficiency.
- Collaborate with the Product and Engineering teams to resolve complex technical issues.
- 10-15 years experience managing and growing a technical support team.
- Extensive experience managing a global support team.
- Experience managing steady team growth, hiring, and training.
- Exhibits confidence and an extensive knowledge of emerging industry practices when solving technical and business problems.
We offer a competitive salary range $180,000 - $250,000 per year, based on experience and qualifications.
